Hello @Marie-Celine Leblanc, 

Thank you for reaching out here, we want to welcome you to the Docusign Community, I appreciate you bringing your question to this Community.

I apologize for any inconvenience that this might cause you, we are committed to providing you with the best service possible. Thank you for bringing this matter to our attention, I understand your recipient is being prompted with an error that states that "Cookies should be enabled", the recipient already enabled them but the error persists.

Have your recipient tried the below troubleshooting:

• Clear cache/cookies
• Try a different device
• Try a different Internet network, such as on a mobile device using data with Wi-Fi disabled.
• Try using VPN, or if on one already, disconnect from VPN and try again
• Please try the Alternative Signing Method

Do you know if this happens for all of their envelopes?

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

Let us know if you need further assistance.

Best regards,

Christopher | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

Hi @Marie-Celine Leblanc,

I hope you are doing well.

I would like to confirm if you need further assistance, feel free to let me know and I will gladly help you address the situation as soon as possible.

Best regards,

Christopher | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

Hi ​@Marie-Celine Leblanc 

I am facing the exact same problem. Did you manage to solve this issue? 

Best Regards,

Enicay

Hi ​@Enicay,

Thanks for posting! We're happy to help you here.

Can you please confirm which devices you used when the issue persisted? PC/Laptop/Mac, Mobile Phone (Android/iOS)?

Regards,

Melanie | Docusign Community Moderator
If this helped, feel free to click "Best Answer"

Hi ​@Melanie.Panguito 

Thanks for answering.

It happened on MacOS and on Safari as a browser. It works fine when we switch on Chrome anyway. The user was the CEO and i could stay longer connected on his MacBook remotely to perform a deep investigation. 

Best Regards, 

Hello ​@Enicay,

Thanks for the update! Glad it worked in Chrome.  

After further checking, it is possible that you are affected by a known issue. Our Engineering team is actively investigating this with IDNow and Apple under ticket: SIGADAPTER-1608.  We know how disruptive this can be and really appreciate your patience.

These are the workarounds I found:

settings > Apps > Safari > Disable private navigation

settings > Apps > Safari > Advanced > disable block cookies

If you'd like to stay in the loop, we suggest opening a support case and referencing the ticket number so you get notified of updates:
👉 Open a Support Case

Here if you need us!

Regards,

Melanie | Docusign Community Moderator
If this helped, feel free to click "Best Answer"